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(function () {
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            const loader = document.getElementById("loading-container");
            loader.className="fadeout" ;//使用渐隐的方法淡出loading page
            // document.getElementById("body-wrap").style.display="flex";
            setTimeout(function(){
                loader.style.display="none";
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                    <h1 class="description center-align post-title">运营知识</h1>
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                <h3 id="店铺基础优化"><a href="#店铺基础优化" class="headerlink" title="店铺基础优化"></a>店铺基础优化</h3><h4 id="一，商品优化"><a href="#一，商品优化" class="headerlink" title="一，商品优化"></a><strong>一，商品优化</strong></h4><p>主图优化</p>
<p>主图优化是搜索流量获取的重要要素</p>
<p>商品主图我们最关⼼什么？ 如何提升商品主图点击率？做商品主图时很容易陷⼊王婆卖⽠⾃卖⾃夸的模式，⽽忽略了消费者真正关⼼的信息</p>
<p>​                价值挖掘   <strong>卖点 | 差异化</strong>  </p>
<p>​                权益表达  <strong>优惠 | 限量</strong></p>
<table>
<thead>
<tr>
<th>顺序</th>
<th>表达要求</th>
<th>视觉看点</th>
<th>备注</th>
</tr>
</thead>
<tbody><tr>
<td>主图1</td>
<td>核心卖点透出；使用场景；文字表达卖点货消费者关注点（直通车测点击率）</td>
<td>强化卖点，提高点击率</td>
<td></td>
</tr>
<tr>
<td>主图2</td>
<td>围绕主推关键词设计 进一步消费者关注8字</td>
<td>页面整洁，调性统一，便于快速浏览</td>
<td></td>
</tr>
<tr>
<td>主图3</td>
<td>细节图拼接</td>
<td>页面整洁，调性统一，便于快速浏览</td>
<td>微详情逻辑</td>
</tr>
<tr>
<td>主图4</td>
<td>多产品组图，测图准备</td>
<td>页面整洁，调性统一，便于快速浏览</td>
<td></td>
</tr>
<tr>
<td>主图5</td>
<td>白底图</td>
<td>产品拍摄清晰</td>
<td></td>
</tr>
</tbody></table>
<p>1、价值挖掘—卖点提炼 商品同质化严重，在搜索渠道下⼀个关键词搜索到很多同款商品，消费者会疑惑，到底卖哪⼀款合适？ 所以当你的卖点别的商品也有的情况下，就等于没有卖点; 卖点挖掘先要清楚你的商品是解决了消费者什么问题，消费者为什么要为你的商品买单？</p>
<p><strong>第⼀步：了解商品 提炼卖点</strong>，⾸先要了解你的商品主要能为消费者解决什么问题，并了解商品的属性，可以从外观，材 料，功能，⼈群，产地等⽅⾯进⾏分析挖掘；</p>
<p><strong>第⼆步：了解竞争对⼿研究你的竞争对⼿</strong>，看看他们有没有什么不同的卖点，或者说是否有存在相同的卖点，如果卖点相 同，那要分析在现有卖点基础上是否可进⾏升级，区别于同类商品的卖点；⽐如”衬衫“，⼤量衬衫的卖点是透⽓，纯棉，免烫等；那么凡客在打衬衫这个品类时候，在卖点的打 造差异化是什么——免烫升级（免烫4.0，⽔洗30次依旧⽆褶皱），鹰⽖钉扣等，从⽽在衬衫上打出了⾮常 直接的差异化。</p>
<p><strong>第三步：了解相似商品好且容易让消费者产⽣记忆点的卖点</strong>，除了深挖商品本身外，还可以多关注其他⾏业的优秀卖点的案 例，通过案例的收集分析来创造好的卖点。</p>
<p>2、权益表达 商品提升点击率的另外⼀个核⼼要素便是权益，⼤部分商家权益表达上⽐较粗暴基本是围绕折扣，优惠券，满 减，当然这些权益都是消费者关注的，但权益除了这部分，包括限量，限时都是权益的⼀部分，权益的表达上更需 要了解消费者在购买该品类时候更关注的权益是什么？</p>
<p>举个例⼦： 扫地机器⼈，单价3000左右，提供100元的满减券，转化率提升，但在⾼单价的商品下分期免息是⼀ 个提⾼⾼单价商品转化率的⾄关重要的权益，因此在权益表达上，不仅考虑优惠，更应重视影响消费者购 买的决策还有什么？</p>
<p><strong>文案表达：消费者需求挖掘</strong></p>
<p>1、商品评价，问⼤家，客服聊天记录等都是我们挖掘消费者需求的重要通道；因此定期整理商品评价以及 问题，进⾏归纳总结，分析消费者关⼼信息的出现频率。</p>
<p>2、微博，⼩红书等社交产品下消费者对于商品或者同品类的核⼼关注点是什么；</p>
<p><strong>主图优化——直通⻋测图</strong></p>
<p>1、主图优化必须进⾏单品直通⻋测图，使⽤效率⾼的主图模板；（主图测试可采⽤同个模板，不同变量 （不同卖点，不同分布结构）进⾏同时多任务测试）。</p>
<p>2、每款商品⾄少使⽤两个图⽚进⾏测试（确保同⼀计划、同⼀宝⻉进⾏测试，推⼴图为轮播形式）；</p>
<p>3、每个测试图曝光PV不得⼩于5000，直通⻋测图后，选择点击率⾼的图作为商品主图进⾏更换；（必须 要直通⻋测图后才能更换主图）</p>
<h4 id="二，标题优化"><a href="#二，标题优化" class="headerlink" title="二，标题优化"></a><strong>二，标题优化</strong></h4><p>标题优化是搜索流量获取的第一要素。</p>
<p><img src="https://cdn.jsdelivr.net/gh/lucy-zheng123/cdn@1.1/images/lading.gif" data-original="https://pic3.zhimg.com/v2-0085e65afb297173e431a9ffb235ec92_r.jpg" alt="preview"></p>
<p><strong>以美妆进口品牌为例</strong></p>
<p>1）标题命名必填项元素（控制在13个字以内）：国家＋进口＋（品牌名）＋商品名or成分名</p>
<p>2）标题命名优化项元素（控制在17个字以内）：功效词＋成分别名＋人群＋促销词＋规格&amp;包装＋其他优化词</p>
<p>品牌词抢占：活动期间预热，需要对品牌词搜索流量做强势占据。并通过商品主图透出品牌活动信息、官方旗舰店心智，抢占会员入口：</p>
<p>1.品牌词、品牌专有型号词圈定；</p>
<p>2.商品标题优化增加品牌词以及型号词等</p>
<p>3.品牌词直通车置顶位置；品牌词品牌专区开通；</p>
<p>4.商品主图要增加品牌信息以及会员活动信息，如“XXX官方旗舰店”“会员日”等</p>
<p><img src="https://cdn.jsdelivr.net/gh/lucy-zheng123/cdn@1.1/images/lading.gif" data-original="https://pic4.zhimg.com/80/v2-9bc9382c433664ee86608fab0e10b093_1440w.jpg" alt="img"></p>
<h4 id="三，详情页sop"><a href="#三，详情页sop" class="headerlink" title="三，详情页sop"></a><strong>三，详情页sop</strong></h4><p><strong>1.1筹备-选品出发点</strong></p>
<p><img src="https://cdn.jsdelivr.net/gh/lucy-zheng123/cdn@1.1/images/lading.gif" data-original="https://pic2.zhimg.com/80/v2-fd8c86d9cbe5b003f4281689764c6e99_1440w.jpg" alt="img"></p>
<p><strong>1.2页面设计原则（文字框架）</strong></p>
<p><img src="https://cdn.jsdelivr.net/gh/lucy-zheng123/cdn@1.1/images/lading.gif" data-original="https://pic2.zhimg.com/80/v2-bddcba091b0d3e2d7506e0a86aad8f61_1440w.jpg" alt="img"></p>
<p><strong>1.3页面设计原则（视觉表达） 色系、字体、场景化方向（摆拍、特定场景使用）</strong></p>
<p><img src="https://cdn.jsdelivr.net/gh/lucy-zheng123/cdn@1.1/images/lading.gif" data-original="https://pic2.zhimg.com/v2-9d658dd74a7c4e93acd268bfd4ae9951_r.jpg" alt="preview"></p>
<p><strong>1.4详情页成品要求</strong></p>
<p><img src="https://cdn.jsdelivr.net/gh/lucy-zheng123/cdn@1.1/images/lading.gif" data-original="https://pic4.zhimg.com/v2-6e610067a50fb188b26bcf95b8c5bb5b_r.jpg" alt="preview"></p>
<p><strong>2.1 上线前测试人群要求（根据反馈数据 测试2轮）</strong></p>
<p><img src="https://cdn.jsdelivr.net/gh/lucy-zheng123/cdn@1.1/images/lading.gif" data-original="https://pic3.zhimg.com/v2-3726ea3c077019fdd9e1a2bb27ef4172_r.jpg" alt="preview"></p>
<p><strong>3.1上线页面基础数据监控跟踪（时间要求：上线后7天）-数据来源于“生意参谋”</strong></p>
<p><img src="https://cdn.jsdelivr.net/gh/lucy-zheng123/cdn@1.1/images/lading.gif" data-original="https://pic3.zhimg.com/v2-7bc5d6f03f4ce3917a0d93f992d80272_r.jpg" alt="preview"></p>
<p><strong>3.2上线大流量测试要求（3天 直通车计划&amp;钻展计划）</strong></p>
<p><img src="https://cdn.jsdelivr.net/gh/lucy-zheng123/cdn@1.1/images/lading.gif" data-original="https://pic2.zhimg.com/80/v2-3264730385388d598d40da52838187b5_1440w.jpg" alt="img"></p>
<p><strong>3.3静默成交占比</strong></p>
<p><img src="https://cdn.jsdelivr.net/gh/lucy-zheng123/cdn@1.1/images/lading.gif" data-original="https://pic1.zhimg.com/v2-ab91da2ed9508bce98cd364127332b28_r.jpg" alt="preview"></p>
<p>4.长期优化指标与操作建议</p>
<p><img src="https://cdn.jsdelivr.net/gh/lucy-zheng123/cdn@1.1/images/lading.gif" data-original="https://pic2.zhimg.com/v2-388b117cb2a304e05393570b2ca0deb9_r.jpg" alt="preview"></p>
<h4 id="四，-评价管理"><a href="#四，-评价管理" class="headerlink" title="四， 评价管理"></a><strong>四， 评价管理</strong></h4><p><strong>3.1问大家回复情况</strong></p>
<p>1）.针对问大家咨询比较集中的问题，如是否正品，使用方法？商家官方主账号逐一回复，如有问题咨询需答复</p>
<p>2）.针对问大家排序优先的问题，商家官方账号给出解答</p>
<p>3）.针对店铺爆品、好货与访客量大的宝贝，着重关注买家在问大家的提问，因问大家现在成为买家购买产品必看的一个渠道</p>
<p><strong>3.2 好评主动回复</strong></p>
<p>掌柜回复，准备至少6条不同话术应对买家评价，引导消费者带图评价</p>
<p><strong>3.3差评回复</strong></p>
<p>关注客户之声里针对商品负评情况的分析，对于DSR表现较差的商品，及时作出相应调整策略</p>
<p>负面评价24小时100%回复，识别负面评价的类型并作出准确的回复，有针对性不敷衍</p>
<p><strong>3.4 客户之声</strong></p>
<p>“客户之声”是一款基于买家对于卖家商品、服务、物流、店铺经营等一系列内容进行的反馈，并结构化产出对应的声音，数据，店铺的问题诊断，结合平台经营建议等内容，方便卖家快速识别对象（降卖家经营成本），做出对等的服务决策，实现分层服务（提升消费者体验）的官方工具。1）客户之声网页版打开路径：天猫商家中心——交易管理——客户之声</p>
<h3 id="如何做出高点击的主图？"><a href="#如何做出高点击的主图？" class="headerlink" title="如何做出高点击的主图？"></a>如何做出高点击的主图？</h3><p>第一步、分析市场<br>既然我们是要卖出产品，那么就要对市场有所了解，包括主图的制作也要符合市场规律才行。<br>1.找准自我定位：通常我们是将产品分为功能型和情感型。<br>功能型产品一般是出于某些生活上的需求才会购买的，比如说家电、日常生活用品等，那么我们在主图上要突出产品的主要功能点。<br>而情感型产品则是为了满足人的情感需求，使用后，能够给该消费者带来的心理上的感受是这类商品的重点，比如各种首饰、家居装饰等。<br>2.了解竞争对手：想要做好主图，除了要“知己”还要“知彼”，不了解竞争对手，怎能把握住市场大趋势，取长避短。<br>做竞品分析时，首先要明白，不是所有的同行都是我们的竞争对手，只有风格相近、同一价格区间的产品才是我们所要找的竞品。通过搜索关键词，在搜索结果页中选取其中5-10款销量靠前的产品；分析他们图片制作的异同点，总结出他们的优势，为自己所用。切勿一成不变照搬使用，这样容易被投诉盗图。<br>3.了解你的目标人群：每种产品都有自己所对应的目标人群，你要弄明白你的目标消费人群的需求是什么，是追求特价还是追求实用，将这些需求提现在主图中才能为我们带来点击和转化。<br>不同的人群间的需求是不同的,高消费人群可能注重品质,而中低消费人群可能倾向于价格;年轻大学生追求款式时尚,而白领群体则是看中大方得体款式，从产品展示到文案说明等，对应这些需求来制作主图。</p>
<p>第二步、卖点添加<br>1.数字展示：<br>对于一部分有小众需求的买家来说，数字展示可以直击他们的痛点，最快速度吸引到他们的关注。例如，我们要卖一款胖MM可以穿的打底裤，那么什么样的人群适合这件商品呢？光有模特展示还不够，我们可以将体重数字作为卖点，买家能在第一时间注意到它。</p>
<p>数字展示的另外一种做法就是帮买家做算术题。如何说呢？比如每次大促期间，平台总会有各种优惠叠加政策，如果此时买家像小编这样数学不好的，很难知道我最后到底该付多少钱，如果此时咱们将原价加上各种优惠后得出的价格直接显示在水印上，那么是不是会更加吸引到买家的注意呢？<br>2.利益诱惑：<br>相信没有人能拒绝得了打折或者其他优惠的诱惑，在主图中加入促销活动水印，买家能第一时间知道店铺有做活动，同时通过优惠券及价格折扣来突出我们产品的附加优势。<br>3.氛围渲染<br>各个节日是卖家们不可错过的促销机会，我们除了可以通过主页详情页和店铺首页的装修和广告文案等，主图水印也是不可缺少的，烘托出节日的气氛。</p>
<h2 id="第二章-速卖通跨境电商"><a href="#第二章-速卖通跨境电商" class="headerlink" title="第二章   速卖通跨境电商"></a>第二章   速卖通跨境电商</h2><h3 id="2-1客服处理回复问题"><a href="#2-1客服处理回复问题" class="headerlink" title="2.1客服处理回复问题"></a>2.1客服处理回复问题</h3><h4 id="卖家常用话术分享："><a href="#卖家常用话术分享：" class="headerlink" title="卖家常用话术分享："></a>卖家常用话术分享：</h4><h4 id="1、当买家光顾你店铺，询问产品信息时："><a href="#1、当买家光顾你店铺，询问产品信息时：" class="headerlink" title="1、当买家光顾你店铺，询问产品信息时："></a><strong>1、当买家光顾你店铺，询问产品信息时：</strong></h4><p>重点：跟买家初次打招呼，要亲切、自然并表示出你的热情。尽量在初步沟通时把产品元素介绍清楚：</p>
<p>Hello, my dear friend.Thank you for your visiting to mystore, you can find the products you need from my store . If there are not whatyou need, you can tell us, and we can help you to find the source, please feelfree to buy anything! Thanks again.</p>
<p>译：你好，我亲爱的朋友。感谢您光临我的商店，您可以在我的商店里找到您需要的产品。如果没有您需要的，您可以告诉我们，我们可以帮您找到货源，请随时购买！再次感谢</p>
<h4 id="2、鼓励买家提高定单金额和定单数量，提醒买家尽快确认定单时："><a href="#2、鼓励买家提高定单金额和定单数量，提醒买家尽快确认定单时：" class="headerlink" title="2、鼓励买家提高定单金额和定单数量，提醒买家尽快确认定单时："></a><strong>2、鼓励买家提高定单金额和定单数量，提醒买家尽快确认定单时：</strong></h4><p>Thank you for your patronage, if you confirm the order assoon as possible, I will send some gifts. A good news: Recently there are a lotof activities in our store. If the value of goods you buy count to a certainamount, we will give you a satisfied discount.</p>
<p>译：感谢您的惠顾，如果您能尽快确认订单，我将送您一些礼物。好消息：最近我们商店里有很多活动。如果你所购商品的价值达到一定的数量，我们会给你一个满意的折扣。</p>
<h4 id="3、交易进行中，通知买家去参看物流情况时"><a href="#3、交易进行中，通知买家去参看物流情况时" class="headerlink" title="3、交易进行中，通知买家去参看物流情况时:"></a><strong>3、交易进行中，通知买家去参看物流情况时:</strong></h4><p>The goods you need had been sent to you. It’s on the way now.Please payattention to the delivery and sign as soon as possible. If you have anyquestions, please feel free to contact me.</p>
<p>译：你需要的货物已经寄给你了。已经在路上了。请注意发货，并尽快签字。如果您有任何问题，请随时与我联系。</p>
<h4 id="4、当完成交易，您表示感谢，并希望他下次能够再次回购："><a href="#4、当完成交易，您表示感谢，并希望他下次能够再次回购：" class="headerlink" title="4、当完成交易，您表示感谢，并希望他下次能够再次回购："></a><strong>4、当完成交易，您表示感谢，并希望他下次能够再次回购：</strong></h4><p>Thank you for your purchase, I have prepared you somegifts, which will be sent to you along with the goods.Sincerely hope you likeit. I’ll give you a discount, if you like to purchase another products.</p>
<p>译：感谢您的购买，我已经准备了一些礼物，这将与货物一起送给您。真心希望你喜欢。如果您想购买其他产品，我可以给您打折。</p>
<h4 id="买家纠纷咨询问题常用话术："><a href="#买家纠纷咨询问题常用话术：" class="headerlink" title="买家纠纷咨询问题常用话术："></a><strong>买家纠纷咨询问题常用话术：</strong></h4><h5 id="1、-尺码错误-–客户自己测量了尺寸发现与网站上描述的不同："><a href="#1、-尺码错误-–客户自己测量了尺寸发现与网站上描述的不同：" class="headerlink" title="1、(尺码错误)–客户自己测量了尺寸发现与网站上描述的不同："></a><strong>1、(尺码错误)–客户自己测量了尺寸发现与网站上描述的不同：</strong></h5><p>I see you bought a jacket in our store,and open thedispute,you measured the bust and say it’s wrong in the website.I think maybethe tailor gave us the wrong size information.</p>
<p>could you cancel the dispute?I want to know if you canwear it or not,if you can’t wear it,is there any body could wear it,like yourcolleagues, friends or brothers.if you can sell to them,I will give you somediscounts about the jacket,and you can buy again.what do you think?could youaccept it?</p>
<p>因为有时候我们是代销的产品，并没办法拿到实际的样品进行测量，主要是问他能不能穿，不能穿可以给他朋友或者同事，然后引导他再买一次，给他些折扣。</p>
<h5 id="2、-货物在途中-–单号一直停留在某处没有动："><a href="#2、-货物在途中-–单号一直停留在某处没有动：" class="headerlink" title="2、(货物在途中)–单号一直停留在某处没有动："></a><strong>2、(货物在途中)–单号一直停留在某处没有动：</strong></h5><p>you open the dispute because the package is still on theroad,I think you also know we actually sent it out by express,just the speed ofexpress is very slow this period,I got other customer’ message the same as yoursituation,we could extend time for you until you get the package,and let’stogether follow the tracking number,if I have any new information,i’ll let you knowat the first time.</p>
<p>邮政的速度大家有目共睹，有时堵起来2个月都卡着不动，这种情况主动提出延长收货时间，跟他一起关注物流信息。</p>
<h5 id="3、-无法查询单号-–单号刚填上去就说查不到信息："><a href="#3、-无法查询单号-–单号刚填上去就说查不到信息：" class="headerlink" title="3、(无法查询单号)–单号刚填上去就说查不到信息："></a><strong>3、(无法查询单号)–单号刚填上去就说查不到信息：</strong></h5><p>you open the disputebecause you can’t check any information of the tracking number.I checked itthis morning and see it has already arrived in Orenbury,the customs clearance iscompleted,i think you can get it soon.could you cancel the dispute?because thetime of dispute is only 3 days,it really has a bad affection to our store,we’llappreciate it and grateful for you.</p>
<p>很多时候都是我们刚填上单号顾客就开始查，查不到信息就提纠纷，这种情况就是把自己的查询结果告诉给他。</p>
<ol start="4">
<li><h5 id="关于定制问题"><a href="#关于定制问题" class="headerlink" title="关于定制问题"></a><strong>关于定制问题</strong></h5></li>
</ol>
<h3 id="3-1速卖通纠纷的分类"><a href="#3-1速卖通纠纷的分类" class="headerlink" title="3.1速卖通纠纷的分类"></a><strong>3.1速卖通纠纷的分类</strong></h3><h4 id="一-速卖通平台对纠纷有详细的分类，共两类十四项。"><a href="#一-速卖通平台对纠纷有详细的分类，共两类十四项。" class="headerlink" title="一.速卖通平台对纠纷有详细的分类，共两类十四项。"></a><strong>一.速卖通平台对纠纷有详细的分类，共两类十四项。</strong></h4><p>1、有关物流问题的纠纷</p>
<p>2、有关产品问题的纠纷</p>
<h4 id="二、速卖通纠纷会给账号表现分带来什么影响"><a href="#二、速卖通纠纷会给账号表现分带来什么影响" class="headerlink" title="二、速卖通纠纷会给账号表现分带来什么影响"></a><strong>二、速卖通纠纷会给账号表现分带来什么影响</strong></h4><p>速卖通纠纷给账号表现分带来的影响，主要表现在两方面：纠纷提起率以及仲裁有责率。买家提起纠纷，我们有5天的时间响应，如果在5天时间内未达成共识，我们可以通过拒绝纠纷让其上升至平台等待平台仲裁，在这期间再有3天时间等待卖家和买家双方响应，如果还未达成共识，就会由平台纠纷小组进行裁决。</p>
<p>简单的来说，从买家提起纠纷到纠纷完成，买家如果没有进行关闭纠纷的操作，那么此纠纷会算入我们的纠纷提起率一栏。</p>
<p>仲裁卖家有责率很好理解，上升至仲裁且裁决结果是我们输了，那么就算仲裁卖家有责率。</p>
<h4 id="三、速卖通纠纷处理原则"><a href="#三、速卖通纠纷处理原则" class="headerlink" title="三、速卖通纠纷处理原则"></a><strong>三、速卖通纠纷处理原则</strong></h4><p>1、每天查看，及时回复。</p>
<p>速卖通平台规定纠纷响应时间是5天，如果卖家超过5天不回应，响应超时，平台会直接退款</p>
<h4 id="四、速卖通处理纠纷的回复模板"><a href="#四、速卖通处理纠纷的回复模板" class="headerlink" title="四、速卖通处理纠纷的回复模板"></a><strong>四、速卖通处理纠纷的回复模板</strong></h4><h5 id="1、正常包裹投诉物流"><a href="#1、正常包裹投诉物流" class="headerlink" title="1、正常包裹投诉物流"></a>1、正常包裹投诉物流</h5><p>投诉前提：常规时间、包裹状态正常——投诉未到货</p>
<p>Dear friend:</p>
<p>Per the checking ,the parcel status that you mention is normal:</p>
<p>Status查询结果粘贴)</p>
<p>You may refer to the following for the details：</p>
<p>（查询网址）</p>
<p>We are also expecting that the parcel would deliver to you early. However, shipping to your country needs about7-30business days, you may get the parcel about20days later ,hope you cancel the dispute to keep waiting. We appreciate your patience.</p>
<p>Best Regards</p>
<p>xxx</p>
<p>根据查询包裹状态没问题，一般情况需要xx天到，预计还要xx天到。请取消纠纷。谢谢</p>
<h5 id="2、特定情况包裹延迟"><a href="#2、特定情况包裹延迟" class="headerlink" title="2、特定情况包裹延迟"></a>2、特定情况包裹延迟</h5><p>投诉前提：由于旺季、气候、战争等原因造成包裹延误的投诉</p>
<p>Dear buyer,</p>
<p>Thanks for your order with us ,but we are sorry to tell you that due to peak season(旺季)/bad weather(恶劣气候)these days ,the shipping time to your country was delayed.</p>
<p>We will keep tracking the shipping status and keep you posted of any update.</p>
<p>Sorry for the inconvenience caused ,we will give you5% off to your next order for your great understanding.</p>
<p>Thanks！</p>
<p>Best Regards</p>
<p>xxxx</p>
<p>抱歉因为特定情况包裹延误，我们将根据单号并告知您。您的下次订单将享受5%折扣，谢谢您的理解。</p>
<h5 id="3、发了未上网更新"><a href="#3、发了未上网更新" class="headerlink" title="3、发了未上网更新"></a>3、发了未上网更新</h5><p>Dear Valued Customer</p>
<p>Really sorry for the inconvenience ,  Just because we ship the package to Aliexpress Warehouse yesterday, so they need some time to deal with it , and will update the tracking info on website soon . we send you the tracking website , you can track it by yourself .</p>
<p>LINK: <a href="http://www.17track.net/en" target="_blank" rel="noopener">http://www.17track.net/en</a>  </p>
<p>Really hope you can help me cancel the dispute first , if you still not see the tracking info updated ,you can open dispute again .</p>
<p>Wait your kindly reply , best wish .</p>
<h5 id="4、卖家私自更改物流方式"><a href="#4、卖家私自更改物流方式" class="headerlink" title="4、卖家私自更改物流方式"></a>4、卖家私自更改物流方式</h5><p>Dear Valued  Customer</p>
<p>Sorry for the inconvenience, i just help you track the parcel , it shows delivered successfully , Since you are already my VIP customer , hope you can help me cancel the dispute , Next time we need confirm with you carefully when we need change the shipping way . sorry for that mistake .</p>
<p>And i just apply the best after-sale for you , we can give you discount $ *8 each time when you buy in my store next time , Anyway if you have any problem , Leave me message here , we will reply you within 24 hours. best wish.</p>
<h5 id="5、因货物损坏（产品本身质量有问题）"><a href="#5、因货物损坏（产品本身质量有问题）" class="headerlink" title="5、因货物损坏（产品本身质量有问题）"></a>5、因货物损坏（产品本身质量有问题）</h5><p>Hi friend</p>
<p>I am so sorry for the problem.</p>
<p>Our products are in high quality and experience three checking.</p>
<p>It may my colleague make mistake in checking quality.</p>
<p>We will take more attention to quality.</p>
<p>If you agree,we refund you$ as compensation.</p>
<p>Hope you cancel the dispute,it’s so harmful to my store.</p>
<p>Thanks for your kindly understanding.</p>
<p>Have a nice day</p>
<h5 id="6、货物损坏接受纠纷退款"><a href="#6、货物损坏接受纠纷退款" class="headerlink" title="6、货物损坏接受纠纷退款"></a>6、货物损坏接受纠纷退款</h5><p>I am so sorry to make you trouble.</p>
<p>I will agree your dispute and give you money back.</p>
<p>Maybe you will receive the item in the near future .</p>
<p>I hope you can give me a favor for leaving me 5 stars of the feedback,it is very important to me. We want to give you the best products and customer service.</p>
<p>Please kindly understand the post is out of our control.</p>
<p>Thank you very much in advance.</p>
<p>Best regards.</p>
<h4 id="五、速卖通卖家处理纠纷问题的小技巧"><a href="#五、速卖通卖家处理纠纷问题的小技巧" class="headerlink" title="五、速卖通卖家处理纠纷问题的小技巧"></a><strong>五、速卖通卖家处理纠纷问题的小技巧</strong></h4><p>1、定期统计及跟踪纠纷</p>
<p>2、面对纠纷买家，可以尝试多种方式联系客户，如订单留言，站内信，电邮，SMS</p>
<p>3、使用第三方工具，让客户感觉到诚意，如收发后留言，发货后留言，到货提醒留言等；</p>
<p>4、设置快捷短语，旺旺全天在线，如果电脑旺旺没法做到也要手机旺旺在线；</p>
<p>5、大公司可以设定纠纷解决目标并考核，并考虑以挽回公司经济损失的一部分奖励员工；</p>
<p>6、对物流出现结构性延迟的国家，如巴西，如果收获期少于5天，建议主动延长收获期30天</p>
<h3 id="4-1日常基础"><a href="#4-1日常基础" class="headerlink" title="4.1日常基础"></a><strong>4.1日常基础</strong></h3><h4 id="4-2实时营销（催付-实时卷）"><a href="#4-2实时营销（催付-实时卷）" class="headerlink" title="4.2实时营销（催付+实时卷）"></a>4.2实时营销（催付+实时卷）</h4><h5 id="策略一：定向优惠券"><a href="#策略一：定向优惠券" class="headerlink" title="策略一：定向优惠券"></a><strong>策略一：定向优惠券</strong></h5><p>对于浏览，加购（或者加wish list）但是并没有下单的访客，我们是没有办法通过站内信和订单留言来跟他们沟通和营销的，所以只能通过邮件营销或者发放定向优惠券的方式来触达他们并且促成转化。相对于邮件营销，定向优惠券的触达和转化效果是更好的，所以我们重点讲解一下如何向这些访客发放定向优惠券。</p>
<p>我们就以“浏览未下单”的买家为例，演示一下如何发放定向优惠券。首先我们要先把最近7天或者30天只浏览但是未下单的客户筛选并且分组，如下图：</p>
<p><img src="https://cdn.jsdelivr.net/gh/lucy-zheng123/cdn@1.1/images/lading.gif" data-original="https://pic.cifnews.com/upload/201911/12/201911121436050292.jpg" alt="éåéå11å¬ä»æå·§åä¹°å®¶è¡ä¸ºåæï¼éé®ä»¶æ¨¡æ¿ï¼"></p>
<h4 id="策略二：“望闻问切，对症下药”（催付）"><a href="#策略二：“望闻问切，对症下药”（催付）" class="headerlink" title="策略二：“望闻问切，对症下药”（催付）"></a><strong>策略二：“望闻问切，对症下药”</strong>（催付）</h4><p>那么对于下单不付款的买家行为，我们要如何营销呢？其实，对于下单不付款的原因，大概可以分为以下四种，我们就一一对症下药，</p>
<h5 id="原因1：遇到支付问题"><a href="#原因1：遇到支付问题" class="headerlink" title="原因1：遇到支付问题"></a><strong>原因1：遇到支付问题</strong></h5><p>Dear friend,</p>
<p>Thanks forvisiting our store.</p>
<p>We noticed that you placed an order but didn’t pay for it yet.</p>
<p>Can i know the reason why you didn’t make payment ?</p>
<p>If you have anypayment questions, below link can help you:</p>
<p><a href="http://help.aliexpress.com/categories_Payment.html" target="_blank" rel="noopener">http://help.aliexpress.com/categories_Payment.html</a></p>
<p>Feel free tocontact us for any other questions.</p>
<p>Best regards</p>
<p>XXX</p>
<h5 id="原因2：买家砍价"><a href="#原因2：买家砍价" class="headerlink" title="原因2：买家砍价"></a><strong>原因2：买家砍价</strong></h5><p>Dear Friends,</p>
<p>Thank you forordering these items.</p>
<p>As you know,people always pay for what they buy. And i am sure you will be satisfied with ourproduct quality.</p>
<p>I am sorry that we can’t offer the price you requested.</p>
<p>How about we dealat $ XXX ? The price has been adjusted , if you’re satisfied with this price,please just pay directly.</p>
<p>Please let me knowfor any further questions. Thanks.</p>
<p>Sincerely,</p>
<p>XXX</p>
<h5 id="原因3：买家未做任何回复"><a href="#原因3：买家未做任何回复" class="headerlink" title="原因3：买家未做任何回复"></a><strong>原因3：买家未做任何回复</strong></h5><p>对于下单不付款也没有任何回复的买家，最简单有效的方法就是降价了。</p>
<p>Dear Friends,</p>
<p>We are so honored to be your supplier.</p>
<p>In order to establishing our first cooperation, we will offer a 5% off on this order.</p>
<p>Discounts already made, what you need to do is just pay for it directly.</p>
<p>Thank you and best regards,</p>
<p>XXX</p>
<h5 id="原因4：买家不想买了"><a href="#原因4：买家不想买了" class="headerlink" title="原因4：买家不想买了"></a><strong>原因4：买家不想买了</strong></h5><p>如果买家确实不想买所拍产品了，我们所能做的就是加深我们的店铺和产品在他们心中的印象，让他们下次有需要就能想到我们。</p>
<p>Dear Friends,</p>
<p>We are so sorry to hear that you don’t want this item any more.</p>
<p>As an regular customer ,next time when you order a 5% discounts will be offered specially foryou.</p>
<p>Just remember- XXXstore is your First and Best Choice for XXX products.</p>
<p>Thank you all the same</p>
<p>XXX</p>
<h4 id="4-3场景营销（催付-分维度发送客户优惠卷）"><a href="#4-3场景营销（催付-分维度发送客户优惠卷）" class="headerlink" title="4.3场景营销（催付+分维度发送客户优惠卷）"></a>4.3场景营销（催付+分维度发送客户优惠卷）</h4><h5 id="4-4卷的设置"><a href="#4-4卷的设置" class="headerlink" title="4.4卷的设置"></a>4.4卷的设置</h5><p>一共分为领取型、定向发放型、金币兑换、秒抢优惠券、聚人气优惠券5种形式。</p>
<p>登陆“我的<a href="https://www.cifnews.com/aliexpress" target="_blank" rel="noopener">速卖通</a>”，点击“营销活动”，在“店铺活动”选择“店铺优惠券”。</p>
<h5 id="4-5-定向卷"><a href="#4-5-定向卷" class="headerlink" title="4.5 定向卷"></a>4.5 定向卷</h5><p>【定向发放型优惠券】</p>
<p>针对指定用户发放优惠券，凡是与您店铺有过交易、加过商品到购物车或者Wish List的买家都可作为定向发放对象，用于人群定向营销。您只需创建优惠券活动=&gt;选择发放对象=&gt;点击发放，三步操作便可利用优惠券实现新老买家的主动激活维护。</p>
<p>查看实时卷有无过期记得补上，为什么不能一次补完。原因卷只能设置999999，领完了要继续设置 设置卷的时候记得 面额设置为 USD 是减多少钱。满多少减   每人可领20张，有效7天，</p>
<p>面额设置减多少 是按照 最低客单价3-5倍减1,2倍最低减 3倍最低 5倍最低 10倍最低      （12，27整理）</p>
<h3 id="5-1速卖通活动报名"><a href="#5-1速卖通活动报名" class="headerlink" title="5.1速卖通活动报名"></a>5.1速卖通活动报名</h3><p>“营销中心—平台活动”</p>
<p>报活动 不要报 会员 金币 </p>
<p>报名活动要注意 商品价格是否折扣在3%以内，超出需要询问。还有注意报名的商品有没有侵权商标问题</p>
<h2 id="微智能"><a href="#微智能" class="headerlink" title="微智能"></a>微智能</h2><p>微智能工具是一款跨境电商店铺管理工具，界面简单，容易操作,产品智能上下架，自动延期，订单纠纷留言，自动评价，催付 ，发货自动留言，收货自动延时，订单微信提醒。让你的客服处理更智能化，买家售后体验更舒适，省心省时。</p>
<h3 id="产品智能上架"><a href="#产品智能上架" class="headerlink" title="产品智能上架"></a><strong>产品智能上架</strong></h3><p>卖家指定需要上架操作的产品，在设定的时间内进行自动上架操作，到期将会自动延长有效时间，增大曝光量。。</p>
<h3 id="订单微信提醒"><a href="#订单微信提醒" class="headerlink" title="订单微信提醒"></a><strong>订单微信提醒</strong></h3><p>根据卖家设定的金额上限，总金额超过此上限的订单，系统自动向卖家发出微信提醒。</p>
<h3 id="订单自动催付款"><a href="#订单自动催付款" class="headerlink" title="订单自动催付款"></a><strong>订单自动催付款</strong></h3><p>针对未付款订单，自动提醒顾客完成付款，拍下订单，加速成交。</p>
<h3 id="产品定时上架"><a href="#产品定时上架" class="headerlink" title="产品定时上架"></a><strong>产品定时上架</strong></h3><p>对选定的产品，在设定的时间段内按周期自动执行上下架操作。</p>
<h3 id="自动延长收货期"><a href="#自动延长收货期" class="headerlink" title="自动延长收货期"></a><strong>自动延长收货期</strong></h3><p>针对未确认收货的订单，卖家设置订单收货期的延长时限，达到配置条件即自动延长订单的收货时间。</p>
<h3 id="发货自动留言"><a href="#发货自动留言" class="headerlink" title="发货自动留言"></a><strong>发货自动留言</strong></h3><p>在卖家发货后的一定时间内，系统告知顾客，提醒顾客所购产品已发货。</p>
<p><strong>第三方物流</strong>：ERP与上百家物流公司都进行了对接，包括但不限于沿海及靠近边缘地带的货代，方便操作。当客户有自己指定的货代，发送货代时，可以节省费用</p>
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